Avaya AuraTM Workforce Optimization Solution Overview © 2009 Avaya Inc. All rights reserved. Avaya AuraTM Workforce Optimization is… The right workforce …with the right skills …doing the right things …and doing them really well …to achieve corporate objectives. © 2009 Avaya Inc. All rights reserved. Avaya AuraTM WFO Drives Customer Experience Management The Customer Centric Company Who are they? Why are they calling? Why do they leave? Do they like the new product? Workforce Optimization Strategy With Analytics How are our competitors targeting them? What do they like and dislike about our processes? © 2009 Avaya Inc. All rights reserved. © 2009 Avaya Inc. All rights reserved. 4 Market Fact 2: Customer Interactions are Changing IM NEW interaction channels are emerging and expanding beyond contact centre 2012 Social Media 2010 Video Web Chat SMS Web Self Service ‣ Expectation of end users Fax ‣ To reach business how and Email Voice (self service) Voice (agent interaction) 0% 20% 40% 60% Percent of Respondents 80% ‣ Voice is 2x cost other channels, but other channels have lower customer satisfaction ‣ >50% of self service interactions still require a high cost agent when they want to ‣ Consistent experience across channels ‣ Customer care organization challenges ‣ Increasing customer satisfaction of lower cost channels ‣ Staffing and managing new channels appropriately Source: Webtorials Editorial/Analyst Division , McKinsey © 2009 Avaya Inc. All rights reserved. 5 Market fact 3 : Customer Satisfaction risks are increasing: Customers easily Defect! 82% leave either because of product dissatisfaction or indifference through people or processes Source: CEO Perspectives by R.P. Cooley Why Customers Defect: 1% Die 3% Move away 5% Develop other relationships 9% Leave for the competition 14% Leave because of dissatisfaction with product/service 68% Leave because they encountered an attitude of indifference as they were being served! Do we really understand why? © 2009 Avaya Inc. All rights reserved. 6 In the Eye of the Storm CEO: Grow revenue and market share Employees: Meet my needs too Contact Center Customer: Give me answers … quickly Finance: Reduce Expenses Marketing: Launch our new campaign © 2009 Avaya Inc. All rights reserved. Customer Experience Management Challenges As the primary touch point with customers, contact centers experience challenges in four key areas: – Processes — Manual, time-consuming; performed in silos; focused on internal requirements instead of customer convenience – Information — Housed in multiple (and sometimes unconnected) systems; difficult to access, compile, and interpret – Collaboration — Sporadic (or no) communication among functional groups; “turf wars;” little awareness of what other departments do or how they affect the customer and company goals – People — Employee churn + lack of consistent training + multiple shifts, sites, and communication channels = diminished service 8 © 2009 Avaya Inc. All rights reserved. 8 Avaya AuraTM WFO Solves the Customer Experience Challenge An integrated solution that provides: – Intelligence to quickly identify processes that are cumbersome or cause dissatisfaction – Information in a single data source on customer interactions, quality, trends, and performance management – A collaborative environment for agents, supervisors, and the broader enterprise to improve the customer experience – Employee training and coaching to increase customer satisfaction © 2009 Avaya Inc. All rights reserved. 9 Workforce Optimization 10.x – Core Applications Avaya Branded – Contact Recording – Quality Monitoring e-Learning – Workforce Management – Scorecards – eLearning Workforce – Coaching (with 10.1) Management Forecasting Vendor Branded Scheduling – Customer Feedback – Speech Analytics – Desktop & Process Analytics – DPA (with 10.1) Scorecards Contact Centers can select applications depending on business need AVAYA CONFIDENTIAL Provided only under Non Disclosure Agreement Coaching & DPA Speech Analytics Avaya AuraTM Workforce Optimization Customer Feedback Mgmt Contact Recording Quality Monitoring © 2009 Avaya Inc. All rights reserved. 10 Workforce Optimization is a Journey Focus upon productivity; Basic technology stack Focus on Quality defined internally; L4 Skill Routing; Quality Monitoring L3 Scorecards ACD Call recording Silent monitoring Many Spreadsheets L1 Workforce Management Focus on Enterprise Customer Centricity; L2 Focus on Customer Service as a competitive advantage; eLearning Speech Analytics Root cause analysis Business process analysis Extension of WFO into Back Office Customer Feedback Contact Center Maturity © 2009 Avaya Inc. All rights reserved. Contact Recording Manage Risk and Ensure Compliance Analytics-Driven WFO Data Analytics Speech Analytics Customer Feedback Enterprise Value Traditional WFO Performance Mgt eLearning WFM Quality Monitoring Record, Store & Playback Compliance and Liability Agent/Center Performance Customer Experience Operational Effectiveness Complexity of Objective © 2009 Avaya Inc. All rights reserved. 12 Why Record Calls? Comply with regulations, protect from fraud Improve agent security, morale and performance Resolve disputes, increase customer satisfaction and loyalty Boost revenues and profitability Obtain customer and competitive insight 13 © 2009 Avaya Inc. All rights reserved. Avaya Contact Recorder (ACR) Overview Software-based, scalable recording for small-to-enterprise accounts Supports SIP/IP/TDM/analog endpoints & trunks Encryption to aid Payment Card Industry (PCI) compliance Centralized or decentralized search and replay Sophisticated and flexible archive management “Tag” or classify calls with user-defined labels for simplified search and replay Multiple recording ‘modes’ supported on one platform ACR 1st release benefits from exclusive application-specific licensing – For customers with CM 5.1+/AES 4.2.2+, no need to license TSAPI/DMCC. © 2009 Avaya Inc. All rights reserved. 14 ACR Recording Options 100 %, Full Time recording Additional Recording Modes Agent controlled start/stop Meeting recording Live call monitoring Executive recording On-demand recording On-Demand PRESS RECORD HERE This portion of the call is recorded © 2009 Avaya Inc. All rights reserved. 15 Quality Monitoring Strategic Application for Contact Centers Analytics-Driven WFO Data Analytics Speech Analytics Customer Feedback Enterprise Value Traditional WFO Performance Mgt eLearning WFM Quality Monitoring Record, Store & Playback Compliance and Liability Agent/Center Performance Customer Experience Operational Effectiveness Complexity of Objective © 2009 Avaya Inc. All rights reserved. 16 Quality Monitoring Capabilities Assess agent performance – Evaluate multimedia calls and application use – Rules-based recording – Live Monitor – Easy to create evaluation forms Recording supported for wide range of contact center needs – Inbound and outbound calls – Phone, email, webchat Integrated with Performance Management and eLearning Optional Contact Visualizer analyzes recordings ASD for designing solutions AE Services Trusted License (no need to buy TSAPI or DMCC RTU) © 2009 Avaya Inc. All rights reserved. 17 Easy to Use and Intuitive Reduces admin & training costs Rules-based recording easy to set up – Random – Schedule-based – Event-based Easy playback of recorded sessions Evaluation forms are simple to create and auto-populate with information Evaluation screens are easily created and modified Searches are easy to perform © 2009 Avaya Inc. All rights reserved. 18 Quality Monitoring Improves Training Enhance Training Content – Use recordings to develop eLearning about best practices – Improve coaching with agent recordings Identify Training Needs – Evaluations identify eLearning and coaching needs – Evaluations assess training effectiveness © 2009 Avaya Inc. All rights reserved. 19 Workforce Management (WFM) WFM includes eLearning and Performance Management Analytics-Driven WFO Data Analytics Speech Analytics Customer Feedback Enterprise Value Traditional WFO Performance Mgt eLearning WFM Quality Monitoring Record, Store & Playback Compliance and Liability Agent/Center Performance Customer Experience Operational Effectiveness Complexity of Objective © 2009 Avaya Inc. All rights reserved. 20 WFM Answers Key Challenges Customer Retention and Business Growth Employee Satisfaction Enhance customer experience Preferences Minimize crisis management Schedule needs Provide decision support & management tools Vacations Consistent and fair processes Communicate effectively Differentiate through service Participate in WFM process Premier service for premier and profitable customers Communication and information sharing Costs Create optimal schedules Accurate forecasting Precise resource scheduling Minimal over/under staffing Optimized use of overtime © 2009 Avaya Inc. All rights reserved. 21 Workforce Management is More Than Just Forecasting and Scheduling Workforce Management Workforce Management – Sophisticated and flexible techniques for accurate forecasts and schedules – Patented algorithms targeted at inbound and/or outbound scheduling that manage unique differences in call activity – Individual Skill and proficiency-based scheduling – Advanced Adherence management tools – ‘What-If’ scenarios with Agent Profiles (Phantom agents) Strategic Planning Strategic Planning – Long term strategic planning – Trending and Special Event handling Unique Workforce Optimization Integrations Unique Workforce Optimization Integrations – Unified Interface – Scheduling of eLearning – Drill to Interaction from Adherence and Scorecards – Quality Scores in Scheduling © 2009 Avaya Inc. All rights reserved. 22 Optimize Forecasts and Schedules Individual agent skill and proficiency Single, multi, virtual and outsourced sites Inbound and Outbound Multi-media – phone, e-mail, & chat Back Office work Outsourcer coordination Events and training Powerful work patterns and rules Multi-week scheduling Agent-defined preferences Easy to use ASD for designing solutions Outbound Service Level goals are easy to set © 2009 Avaya Inc. All rights reserved. 23 Performance Management Performance Management is key to getting to the next level Analytics-Driven WFO Data Analytics Speech Analytics Customer Feedback Enterprise Value Traditional WFO Performance Mgt eLearning WFM Quality Monitoring Record, Store & Playback Compliance and Liability Agent/Center Performance Customer Experience Operational Effectiveness Complexity of Objective © 2009 Avaya Inc. All rights reserved. 24 Avaya eLearning Components Content Producer: – Create custom, targeted eLearning clips from recorded interactions – Produce interactive content in a few hours with basic PC skills Lesson Management – Assign online learning sessions to agents or groups – Deliver eLearning directly to agent’s desktop= – Reports demonstrate agent completion stats, scores, transcripts and adherence to learning breaks. – Automated pop-ups notify agents of learning break times – Learning break assignments info sent to Avaya WFM scheduler – Replace desk drops with online notification and announcement of new information Competency-Based Learning – All of the above features, plus automated assignment and delivery of eLearning content to agents based on performance in Avaya Quality Monitoring evaluations! © 2009 Avaya Inc. All rights reserved. 25 Performance Management Scorecards Deliver Visibility and Trigger Actions Views for agents, supervisors, managers and executives Choose from full range of KPIs (key performance indicators) to design your center’s scorecards Trends are easy to see Compare performance against goals Show info from Quality Monitoring Package too! © 2009 Avaya Inc. All rights reserved. 26 Analytics Driven WFO Customer Feedback & Speech Analytics deliver the Why factor! Analytics-Driven WFO Data Analytics Speech Analytics Customer Feedback Enterprise Value Traditional WFO Performance Mgt eLearning WFM Quality Monitoring Record, Store & Playback Compliance and Liability Agent/Center Performance Customer Experience Operational Effectiveness Complexity of Objective © 2009 Avaya Inc. All rights reserved. 27 Customer Feedback Easy to use, standalone IVR (will port to Avaya Voice Portal in a future release) How it works: – Customer calls Contact Center – At end of call, two options: – Agent asks for feedback and transfers caller to automated Customer Feedback system – Program “return vector destination” in VDN to auto transfer upon agent disconnect (blind transfer) – CF System asks dynamic questions about the customer interaction – Customer uses keypad to provide feedback – Customer can also leave verbatim feedback – Business acts on real-time feedback through alerts © 2009 Avaya Inc. All rights reserved. 28 Customer Feedback: Easy to use Easy to record IVR questions No IT intervention required Easy to modify questions Companies LOVE the ease of use!!! © 2009 Avaya Inc. All rights reserved. 29 Customer Experience Management Getting a Complete View of the Customer Experience Bring insights to the surface from interactions that would otherwise be ignored SPEECH ANALYTICS & CUSTOMER FEEDBACK EVALUATED FOR AGENT QUALITY © 2009 Avaya Inc. All rights reserved. 30 Speech and Data Analytics Brings the root cause of key business issues to the surface Customer Complaints Change policy Technician didn’t show – Continuously mines all calls surfacing top drivers – No need to predefine terms or reprocess calls – Non-categorized calls are used as a reference group delivering true root cause for every category or search results Activity fees Wrong information © 2009 Avaya Inc. All rights reserved. 31 Speech Analytics Address Key Contact Center Pains Root Cause Identified Why Are My Customers Calling? Results Website Password Issues Company Saves Op Ex by Identifying Improvements to Site First Contact Resolution Back-office Claims Process Lagging Timeline Clarification Improves FCR from 60% to 70% Sales Effectiveness Marketing Offers Too Complicated Agents Required to Read Scripts Less Complicated Scripts and Agent Retraining Increases Sales by 18% Customer Retention Dissatisfaction with Specific Financial Products, Rather Than Company Performance Agent Training in Cross-Selling Improves Customer Retention Rates Focused Quality Products Require Special Training Delivers Specific Product Calls to Supervisors Smart Inbox Increases Quality Monitoring Efficiency by 500% Vendor Management Vendor Failing to Ship Customer Welcome Kit Agents Clarify Timeline with Customers © 2009 Avaya Inc. All rights reserved. 32 What’s new in the latest release of Avaya AuraTM Workforce Optimization? © 2009 Avaya Inc. All rights reserved. 33 Avaya Aura™ Workforce Optimization 10.1 New Content Overview SIP Recording with Avaya AuraTM Contact Center (AACC) Merged AAWFO 10.0 + NES CRQM 7.0 Recorder software streams Enhanced OS Support – ACR support for either UC/CC environments (RedHat Linux 5.4 for CM, Windows 2008 for NES CS1000/2100*) – QM desktop application support for Windows 7 and Internet Explorer 8 Full-Time Screen Recording (FTSR) option with ACR Avaya G13 language localization for QM app User Interface (UI) + On-Line Help (OLH) Two new Supervisor and Agent Desktop applications: – Performance Management Coaching (Avaya-branded) – Desktop and Process Analytics (Vendor-branded) Additional new feature highlights – QM application GUI refresh (easier to use) – Ability to extract copies of recordings & present via new HTML player interface – Temporary ACR license key now available beyond the current 5-day limitation – Upload recordings to more than one Viewer – Exclude/block recording of calls originating from specific pre-defined area codes Enable Channel Partners to build services business of their own * NES CS2100 support timing tbd © 2009 Avaya Inc. All rights reserved. 34 SIP Recording with Avaya AuraTM Contact Center Drive your business performance by increasing the efficiency of your Contact Center AACC SIP Recording SIP solution – Provide bulk and selective audio recording for all incoming calls to the SIP CC that pass through the Avaya Aura Contact Center (AACC) and held in conference by Media Server – AAWFO 10.1 for CM/MBT environment (Dec 2010) – AAWFO 10.1.1 for CS1000* environment (March 2011) Hybrid solution Agent extension + outbound recording, and QM AACC Hybrid Recording ACR works in a hybrid mode so that it can use both – MAS-based SIP CC recording for inbound calls – CM (AES DMCC/TSAPI) or CS1000/CS2100 (AML/MLS) for non-SIP recording of agent-to-agent calls and outbound from agent’’s personal DN Full functioning Quality Monitoring (QM) for computer screen recordings and have the KPI & score carding tools to improve agent performance using DMCC or AML © 2009 Avaya Inc. All rights reserved. 35 Merged Avaya & NES CRQM Software Streams • WFO recorder product that will serve my Avaya or NES heritage UC and CC environment • All data migrated / • Reduces my system's complexity and maintenance costs Avaya • Products are merged into one ACR that can support either classic Avaya CM or classic NES CS1K NES upgraded from previous QM, WFM, Scorecards, Coaching and Learning applications releases • Reduce support costs • Data from previous ACR 10.0 and NCR 7.0 to be migrated/upgraded. Five Key Solution Areas Avaya NES © 2009 Avaya Inc. All rights reserved. Full-Time Screen Recording (FTSR) Screen Capture: – Full-time computer (FTC) screen recording of my agent’s desktop – All PC activity is recorded in addition to the voice interaction – Viewer interface is enhanced to accommodate search & replay recorded screen interactions – The ACR solution has been enhanced to accommodate centralized search and replay of voice and screen interactions as well as centralized archiving – Support for environments that have implemented Payment Card Industry (PCI) standards (i.e. Pause/Resume functionality) © 2009 Avaya Inc. All rights reserved. 37 Avaya Aura™ Workforce Optimization 10.1 Quality Monitoring Application G13 Localization QM app software User Interface (UI) and On-Line Help (OLH) with G13 localization!!! ACR app software to again include G13 plus Arabic & Dutch localization for UI and OLH WFM app software is G13 localized AVAYA CONFIDENTIAL Provided only under Non Disclosure Agreement © 2009 Avaya Inc. All rights reserved. 38 Avaya Aura™ Workforce Optimization 10.1 OS Support Enhancements Avaya Contact Recorder CM environment – Support new installations on RedHat Enterprise Linux (RHEL) Release 5.4, 32-bit CS environment – NES CS1000/2100* environment Microsoft Windows 2008 Server R1 or R2, 64-bit, Standard and Enterprise Editions The release notes for each version always contain the most up to date OS support info Other AAWFO Applications QM and WFM client desktops – Microsoft Windows 7 and Internet Explorer 8 Application Servers – Same requirements as AAWFO 10.0 MS Windows 2003 and SQL 2003, 32-bit. * NES CS2100 support timing tbd AVAYA CONFIDENTIAL Provided only under Non Disclosure Agreement © 2009 Avaya Inc. All rights reserved. 39 Avaya Aura™ Workforce Optimization 10.1 Desktop and Process Analytics Solution Desktop Application Tracker Description Benefits management view of • Capture employee desktop application activities • Comprehensive employee adherence • Compare against employee’s scheduled activities • Lowers cost of operations • Use desktop info to better schedule required # employees to meet service level. • Enhance compliance with privacy regulations, by avoiding the capture of sensitive customer information. • Reduce liability, by recording select interactions and tagging relevant screen information for easy retrieval later. • Identify and correct inefficient and inappropriate application usage Advanced Desktop Analytics • Define and detect application events to measure workload. • Tag data to recorded interactions • Stop/Start/Recording Control. • Capture and analyze application activity. • Report on individual + aggregate application usage Strategic Desktop and Process Analytics • Everything in Advanced, plus the following • Enhance agent performance, with • Define specific processes, then track volume and visibility into off-phone activities and status of workflow in each processes of employees / workflow. • Use sequences of trigger data and application • Improve agent productivity, by using usage patterns data from actual interactions to reduce cycle times and help close • Graphically depict the actual steps that agents the gap between top and bottom follow in the applications on their desktops as performers. they complete a specific process or task AVAYA CONFIDENTIAL Provided only under Non Disclosure Agreement © 2009 Avaya Inc. All rights reserved. 40 Avaya Aura™ Workforce Optimization 10.1 Performance Management Coaching License enabled – Optional add-on Automatic / Manual generation of coaching sessions based on skill gaps Native integration with Perf Mgmt, Scorecards, QM, eLearning and WFM Coaching sessions gather input and activity of both coach and trainee Coach and trainee have time necessary for sessions to occur through integration with WFM. A wide variety of attachment types can be used to support coaching sessions AVAYA CONFIDENTIAL Provided only under Non Disclosure Agreement © 2009 Avaya Inc. All rights reserved. 41 Avaya Aura™ Workforce Optimization 10.0 A Few Unique Differentiators vs. The Competition Contact Recording Feature: AES Application-Specific Licensing* Benefits: No need to configure and pay for separate DMCC & TSAPI licenses Simpler design and less costly * pre-requisite is CM 5.1 + AES 4.2.2 (or newer of each) Workforce Management Features: Skill Synchronization and Skill Assignments + Reserve Agents Benefits: More efficiently meet service level targets Deliver higher quality of service Feature: Suite of special interfaces between Avaya CMS & OA reporting / admin apps & WFM Benefits: Agent forecasting and scheduling efficiencies CC manager productivity enhancements Feature: Suite of special interfaces between Avaya Proactive Contact dialer app and WFM with patented outbound algorithms to manage the intricacies of outbound calling & scheduling Benefits: Provides more comprehensive reporting data More intelligent agent scheduling AVAYA CONFIDENTIAL Provided only under Non Disclosure Agreement © 2009 Avaya Inc. All rights reserved. 42 Avaya Aura™ Workforce Optimization Our Customer Value Proposition A complete unified WFO solution – Unique to Avaya – Not available from any other vendor In the DNA of Avaya AuraTM Contact Center Available through Avaya Partners, or Direct from Avaya – Fully supported by Avaya Sales and Services organizations Investment Protection with Future Releases – Unique native integration with Avaya Unified Communications, Avaya Aura TM, Avaya AuraTM Contact Center, Performance Center, Agent Desktop, Control Manager, Voice Portal, and Proactive Contact – Support for IP, TDM and SIP environments – A common recording solution for ALL Avaya customers, i.e., new, Avayaheritage or NES-heritage AVAYA CONFIDENTIAL Provided only under Non Disclosure Agreement © 2009 Avaya Inc. All rights reserved. 43 Services: Ensuring Value & Success Avaya Advisory Services Business Communications Advisory Services Identify and qualify business improvement communication strategies •Identify business requirements through structured discovery & review •Unite business needs and technical capabilities •Align with key stakeholders Formulating a clear plan with predictable business outcomes Technical Advisory Services Technical support services, including architecture design reviews, network migration analysis, and more •Recommendation on design, approach and solutions that can deliver reliable and bestin-class capabilities Self-Funded Roadmap Prioritizes an architectural roadmap which delivers cost savings to help fund future technology investments •Assess and prioritize business needs •Discover and quantify cost savings opportunities •Implement and measure © 2009 Avaya Inc. All rights reserved. End-to-End Avaya Services Maximizing value with a comprehensive suite of services Avaya Professional Services Plan, Design, Integrate Drive business results with communications technology Global Support Services Support Maximize the value of your investment Avaya Operations Services Operate Holistically manage your environment © 2009 Avaya Inc. All rights reserved. 45 Why Choose Avaya Aura™ Workforce Optimization? No Better Option for Avaya Contact Center Customers Who Want to Extract Maximum Value from Current and Future Investments It’s Integrated • Unlike the competition, AAWFO does not require the separate configuration and licensing of DMCC, TSAPI and CTI It’s Fully-Backed by Avaya • Avaya is your sole vendor for WFO, from initial sale through to installation and on-going support It’s a Truly Unified Suite • Unlike the competition, AAWFO components share a single database and common management GUI It Grows with your Investment • Future releases of AAWFO will offer single sign-on, an integrated workspace, and data/KPI sharing with Avaya Performance Center resulting in more accurate scheduling, more effective coaching and ultimately, a better customer experience AVAYA CONFIDENTIAL Provided only under Non Disclosure Agreement © 2009 Avaya Inc. All rights reserved. 46 Thank You! © 2009 Avaya Inc. All rights reserved.